SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Easy to implement and even easier to use!!!!
What do you like best about the product?
simple layout of tickets, separated categories for incidents, problems, and changes
works well for a very busy schedule
works well for a very busy schedule
What do you dislike about the product?
I would like more remote tools integrated for example TeamViewer and others like Log Me In
with a fast support link embedded would be great!!!
with a fast support link embedded would be great!!!
What problems is the product solving and how is that benefiting you?
incident management and issues tracking for reporting and resources allocation
Recommendations to others considering the product:
Very easy to use, easy to implement and wonderful layout that is easy to digest daily
Impressed with SAmanage
What do you like best about the product?
Extremely easy to use by Managers and users.
What do you dislike about the product?
Irrelevant. really.
Maybe the UI could look better.
Maybe the UI could look better.
What problems is the product solving and how is that benefiting you?
Great ticket system and workflow
Easy to manage
What do you like best about the product?
Very easy to manage. Good inventory and support feature!!
What do you dislike about the product?
I am looking for some new feature like controlling mobile devices, etc.
What problems is the product solving and how is that benefiting you?
We have hard time to mark down all the hardware and software. Now it a lot easy to handle.
Streamlining of Service Desk Operations
What do you like best about the product?
Workflows
Asset Tracking
Knowledge Base
Reporting
Asset Tracking
Knowledge Base
Reporting
What do you dislike about the product?
Self implementation - while they do provide support. It is for such a limited time frame that you are unable to plan the implementation on your terms and do a staged roll out if you want direct assistance.
Asset Tag recommendations provided during implementation were near impossible to find.
Asset Tag recommendations provided during implementation were near impossible to find.
What problems is the product solving and how is that benefiting you?
Captured steps in resolution. Able to expose business to resolutions at their fingertips with knowledge base. Fantastic reporting back to managers to improve tickets coming in and service provided.
A Great Replacement for Our In House Service Desk!
What do you like best about the product?
-Great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
What do you dislike about the product?
-Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
What problems is the product solving and how is that benefiting you?
We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.
Recommendations to others considering the product:
Samanage is a great affordable solution for your ITIL needs!
Samanage is Great!
What do you like best about the product?
I like how easy it was to get up and running with Samanage. While it is very feature rich you don't need to use all the bells and whistles and can use them as you get more acquainted with the program.
What do you dislike about the product?
The only feature that I have found so far with Samanage is the fact that it cannot drill down and get me the Microsoft Office codes on the machines.
What problems is the product solving and how is that benefiting you?
We started using Samanage as strictly a service desk for Information Technology but have since added more departments.
Recommendations to others considering the product:
Save time and buy it.
Great tool, improving fast
What do you like best about the product?
This help desk tool is amazing. I am able to pull reports on my agents as well as issues our customers are submitting. I am able to customize the categories as we make changes to our structure. There are vast improvements being done in the functionality of the application. It is great that you guys listen to our input and strive to make them a reality.
What do you dislike about the product?
Inability to merge users and updating more that 25 incidents causes the system to time out.
What problems is the product solving and how is that benefiting you?
Management of Helpdesk incidents, problems, changes, and reporting on agent utilization
Samanage gets the job done but lacking features
What do you like best about the product?
I like how simple it is. Very straightforward and without the bloat.
What do you dislike about the product?
I don't like that there's no way to reopen a ticket, at least not in the
What problems is the product solving and how is that benefiting you?
It's a robust yet simple tool to manage IT service desk tickets. I like it.
Highly customizable and easy to use
What do you like best about the product?
We have developed a work flow system where a user can create a ticket with multiple issues and tasks can be created for different people. That way there is one ticket and everyone can see when each task is completed.
What do you dislike about the product?
The thing I dislike the most is that incidents and tasks are separated. Some times technicians forget to look at tasks. At this time it doesn't seem to notify the end user via e-mail either.
What problems is the product solving and how is that benefiting you?
One central place for all incidents flowing into the department. We can now track incidents based on our created categories.
Recommendations to others considering the product:
Take the time to really think out the department work flow and to map out the categories needed for tracking of incidents.
Powerful and flexible, great for K-12 education
What do you like best about the product?
It is customizable from the top to the bottom. Unlike the other market leaders in the K-12 space, Samanage can be completely customized. It is also user friendly, easy to learn from an admin standpoint, and features powerful reporting.
What do you dislike about the product?
There isn't much that I dislike about Samanage. We are a year in and are very satisfied.
What problems is the product solving and how is that benefiting you?
We were seeking to replace our school help desk system. We were using a legacy, K-12 specific solution that hadn't really invested in their platform in years. Samanage allowed us to customize all of the elements of our ticketing system and routing, and allows for easy ticket entry by our end users.
Recommendations to others considering the product:
Worth it. I understand that SchoolDude has now realized that they have to catch up, but Samanage is what they are catching up to.
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